Role Objectives:
As a Customer Experience Voice Agent, you’ll be at the forefront of our customer journey. Your day-to-day will involve handling both inbound and outbound calls, proactively resolving issues, and ensuring that customers have smooth, positive experiences. You’ll manage sensitive and urgent interactions, addressing concerns related to delivery times, food quality, stock availability, payment issues, and technical-app issues. You will also take full responsibility for complaint resolution, follow up on service experiences, and oversee the customer journey from the moment an order is placed until it is delivered. Your mission is to transform every customer interaction into a positive and memorable experience.
Roles & Responsibilities:
- Handle inbound and outbound voice calls with empathy, professionalism, and urgency - especially with frustrated or upset customers.
- Take full ownership of every customer issue, following through persistently until a resolution is reached, regardless of complexity.
- Manage the entire delivery workflow, from order placement to successful delivery, ensuring a smooth and seamless experience.
- Resolve a range of service concerns, including:
o Delivery delays
o Food quality issues
o Out-of-stock items
o Payment and refund concerns
o Technical/app-related problems
- Conduct post-delivery NPS calls to assess customer satisfaction, identify opportunities for improvement, and take swift, proactive action to address any service gaps.
- Proactively follow up on open or escalated cases with other teams to ensure closure and a unified customer journey.
- Address and recover negative feedback or public complaints, aiming to win back trust and turn bad experiences around.
- Review daily feedback, customer reviews, and order history to identify recurring issues and recommend proactive solutions.
- Work within a ticketing system to log, track, and manage customer interactions, ensuring timely and accurate documentation of every case.
- Document all customer interactions clearly and consistently to support team collaboration, reporting, and process improvement.
- Collaborate with delivery partners, operations, product, and tech teams to resolve cross-functional issues.
- Maintain high standards of response time, communication quality, and customer satisfaction scores.
- Continuously seek opportunities to improve the customer experience and internal processes.
- Perform root cause analysis on recurring customer complaints and feedback, identifying patterns and recommending long-term solutions to prevent similar issues from arising
- Analyze customer data and trends to drive insights and improvements in service quality, identifying opportunities for operational efficiency or product improvements.
Required Education, Knowledge, and Skills:
- Bachelor's Degree in any relevant field
- Fresh graduates are welcome; previous customer service experience is a plus
- Fluent in Arabic and English (spoken and written)
- Strong problem-solving abilities and the confidence to handle difficult or complex situations with composure
- Experience using ticketing systems.
- Ability to take full ownership of customer issues, with a “whatever it takes” mentality to ensure resolution
- Empathy and a customer-first mindset, always striving to provide the best experience possible, even when dealing with challenging situations.
- Strong attention to detail and the ability to accurately document customer interactions and follow up appropriately
- Clear verbal communication and excellent active listening skills
- Adaptability and the ability to thrive in a fast-paced, dynamic environment, balancing multiple tasks while maintaining high service quality
- Ability to work collaboratively across teams to resolve issues and create seamless customer experiences
- Time management skills and the ability to effectively prioritize and manage the workload
- Root cause analysis skills- ability to analyze customer complaints and feedback, identify recurring issues, and recommend effective solutions to address underlying problems
- Data analysis skills - understands how to review and deal with customer data, feedback, and trends to identify patterns, spot potential issues, and contribute to data-driven decisions aimed at improving service quality and customer satisfaction.
- Growth mindset - eager to learn new skills, take on new challenges, and develop professionally.